System Support Associate

About the role

This position provides direct customer support, answers questions, provides feedback, resolves customer incidents and fulfills service requests according to Service Level Agreements. It requires rotating shifts and prolonged shifts up to 12 hours.

Responsibilities

• Works most tickets daily to resolve typical computer issues while following listed procedures and responding to messages according to priority schedule.
• Monitors, troubleshoots and resolves system issues.
• Adequately documents resolution to issues in ITIL ticketing system.
• Maintains and updates knowledge base.
• Keeps user base informed of systems changes (i.e., software/hardware upgrades, planned down times, system unavailability).
• Supports new and existing systems while keeping abreast of technology changes.
• Participates as the primary agent in the setup and implementation of desktop systems, which includes, but not limited to, hardware, software, network connectivity, telecommunications and backup systems.
• Implements enterprise defined security policies (hardware and software) and assists in the monitoring of compliance for users, systems and devices.

Requirements

• Strong research, organizational and analytical skills as well as the ability to teach users.
• Demonstrated ability to solve complex, multi-disciplinary problems in a graceful and sensitive manner.
• Ability to successfully function in a fast-paced, service-oriented environment.

Qualifications

• Strong research, organizational and analytical skills as well as the ability to teach users.
• Demonstrated ability to solve complex, multi-disciplinary problems in a graceful and sensitive manner.
• Ability to successfully function in a fast-paced, service-oriented environment.
• Bachelor’s Degree in Information Systems preferred.
• Two years of work experience in a related support field preferred.
• Certifications such as CompTIA a Plus, CompTIA Network Plus, Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST) preferred.

Skills

• CFS support need a combination of technical knowledge and communication skills to troubleshoot issues and guide users through solutions.
• Strong ability to diagnose and resolve technical issues, both simple and complex, while also work on complex problems and finding solutions.
• Proven communication skills, to clearly explain instructions to clients and colleagues with different levels of technical expertise.
• Able to handle difficult customers with professionalism, courtesy, patience, and respect, while working well in a team environment, communicate effectively with peers, and share knowledge.
• Deep understanding of hardware, software, networks, and systems.

Benefits

Intermountain Health offers a comprehensive benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn More About Our Comprehensive Benefits Package Here.

Pay

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $22.15 - $34.17 USD

Schedule

Monday - Friday, 8:00 AM - 5:00 PM